Assessing the Patient Experience from Electronic Health Data

Abstract

For many patients with chronic diseases, navigating the complex medical system to receive care can be a daunting task. Patients often need to see multiple providers and undergo multiple procedures, which can be physically and mentally demanding. Additionally, the challenges patients experience extend beyond the clinical encounters themselves. Some of these challenges include commuting to the medical center, finding their way around the medical center, and waiting for their appointments to begin. The central hypothesis of this dissertation is that electronic data that is already being collected in healthcare operations is useful for characterizing and optimizing elements of the patient experience. We use a variety of data sources including electronic health record data, online mapping services, and indoor positioning data to describe different dimensions of the patient experience. Furthermore, we use the results of our analysis to recommend operational interventions that could improve patient care. As our methods for describing the patient experience improve, healthcare delivery organizations will be better equipped to provide care that is convenient, high-value, and personalized to patients’ ability to manage treatment.